Director of Customer Experience, Harry's Inc.
Harry's & Flamingo
$138.4-190.3k
+ Equity in Mammoth Brands
More information about location
3 days a week in office (SoHo, NY)
Harry’s, Flamingo, Cat Person, and Lumē
Be an early applicant
Harry’s, Flamingo, Cat Person, and Lumē
501-1000 employees
Be an early applicant
$138.4-190.3k
+ Equity in Mammoth Brands
More information about location
3 days a week in office (SoHo, NY)
501-1000 employees
Company mission
To Create Things People Like More through purpose-led brands, products, and experiences.
Role
Who you are
- This is the right opportunity for someone who brings together operational rigor, analytical depth, and strategic foresight. You’re a builder and a leader
- You know how to inspire and align teams around a north star vision and also thrive in the mechanics of creating high-performing systems and feedback loops
- You’re comfortable with technology and leveraging it to evaluate the Voice of the Customer
- You balance empathy for the customer with a clear eye for efficiency and business impact
- 8+ years of experience in customer experience, customer service operations, or a related field—ideally at a direct-to-consumer brand or fast-scaling company
- Proven experience leading, managing, developing and scaling CX teams, including managing third-party support vendors and complex operational systems
- Strong analytical chops—comfortable with dashboards, funnel metrics, A/B testing, and root cause analysis
- Ability to digest, synthesize, and share with stakeholders strategic plans
- Comfort and familiarity working, testing, and integrating new technologies
- A strategic thinker who can zoom out to define vision and priorities, but is also happy to roll up their sleeves to fix a broken workflow or build a better report
- Deep empathy for customers, paired with an understanding of business goals and trade-offs
- Excellent communication and collaboration skills—you can align executives around your strategy and coach a frontline agent with equal skill
- Experience with tools like Gorgias, Shopify, Recharge, or similar platforms—and an eye for where tech can elevate the human experience
What the job involves
- The Global DTC (Direct to Consumer) Team @ Harry’s & Flamingo owns customer experience for the most mature business in the entire Harry’s ecosystem, paving the way for the direct-to-consumer experience for over ten years
- Our mission is to represent the voice of the customer and build seamless direct-to-consumer experiences that delight and make everyday life easier
- We are a highly collaborative team that partners cross-functionally to maximize the customer experience on harrys.com, to deliver customer and channel insights back to Harry’s organization, and to discover opportunities that set up future success for the eCommerce channel and Harry’s as a company
- We are nimble, driven by an ownership mentality, and deeply committed to understanding and solving real customer needs. Our team continuously strives to improve, learn, and raise the bar for what great digital commerce can be
- We’re looking for a Director of Customer Experience (CX) to lead our customer service function across both Harry’s and Flamingo
- This role is pivotal in shaping what best-in-class experiences look like, from strategy through execution
- You’ll be responsible for setting the vision, building scalable systems and processes, leading an exceptional team, and delivering experiences that delight our customers—every time
- Own the end-to-end customer service experience across Harry’s and Flamingo, ensuring every customer touchpoint feels thoughtful, personal, and exceptional
- Set a bold, clear vision for what a world-class CX function looks like—and lead the team toward it
- Build and manage a high-performing CX organization, including internal leads and external partners, ensuring high engagement, accountability, and growth
- Design and implement scalable systems and processes to improve response times, resolution rates, and overall customer satisfaction
- Leverage data to identify root causes, anticipate customer needs, and continuously improve our service experience
- Synthesize all of our customer interactions, combine with the understanding of our brand and business, to generate insights that leads to improvements in the overall customer brand experience
- Partner cross-functionally with product, engineering, fulfillment, and marketing teams to surface feedback and drive initiatives that improve the customer journey
- Establish KPIs and reporting mechanisms that give the company a clear picture of performance, challenges, insights, and opportunities in the customer experience landscape
- Innovate on tools and technology, from CRM platforms to AI integrations, to ensure the team can support customers with excellence and efficiency
- Here is who you will work with:
- Reporting to the VP, Head of Global Digital for Harry’s and Flamingo
- An amazing global CX/CS organization
- A part of the broader Global Harry's and Flamingo Digital team
Our take
Harry’s Inc shot to fame in the years after its 2012 launch for developing and selling high quality, affordable men’s shaving and grooming products online. Between then and now, the company has grown tremendously, expanding into major retail stores, and launching three more brands: Women’s shaving products company Flamingo, hair care-focused Headquarters, as well as cat food brand Cat Person.
Though a billion dollar sale to consumer brand corporation Edgewell was surprisingly blocked by the Federal Trade Commission in 2020, Harry’s product and brand diversification actually led to a significant boost in sales.
The blocked sale of the company, while a shock at the time, has proven to be a blessing in disguise. Harry’s has gone on to raise hundreds of millions of dollars, which it has used to expand its portfolio of brands – all in keeping with its aim of becoming a major multi-category consumer packaged goods (CPG) company.
Freddie
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Feb 2018
$112m
SERIES D
Jul 2015
$75.6m
SERIES C
Total funding: $474.6m
Company benefits
- Medical, dental, and vision coverage
- Wellness reimbursement and incentives
- Annual learning and development stipend
- Flexible Time Off Policy
- One month paid sabbatical after five years with us
- 16 weeks of fully paid parental leave, plus four weeks of customized re-boarding
- Access to all of our products
- All-team lunch and breakfast, and coffee, drinks and snacks!
- Five paid days off per year to volunteer
- Work from home opportunities
- Free membership to Eden Health, a virtual & in-person primary, behavioral, and mental health care platform
- 401K matching
Company HQ
Hudson Square, New York, NY
Leadership
Andy Katz-Mayfield
(Co-CEO)Started his career as a consultant at Bain. Previously worked in Strategy at Brighter.com. Has an MBA from Stanford.
Jeffrey Raider
(Co-CEO)Serial entrepreneur. Founded Warby Parker. Previously a consultant at Bain, where he worked with Andy.
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